Despite the current state of the global economy, online sales continue to grow at a double digit pace and anywhere retailers are getting ready for #BlackFriday and #CyberMonday
Forrester predict that US consumers will spend online nearly $60 billion in November and December, a 15% increase over 2010 and Europeans will not be outdone.
The new IMRWorld European e-Christmas Sales Forecast reveals that Europeans will spend 52 billion euros online this year, up 20% year-on-year.
Considering that retail market will grow sluggishly this year all over Europe, the Web represents the only area of expansion for many retailers.
The UK is Europe’s leading e-retail economy and is arguably the most sophisticated market but the overall EU is growing rapidly.
The number of people shopping online varies from country to country. For example, only 23% of Polish consumers currently shop online, whereas 50% of Germans and Spanish, 60% of French and Italians and over 70% of British, Dutch and Scandinavians are expected to purchase goods via the internet this Christmas.
But there is an area of attention. Online Conversion rates continues to decline. As online retail advances, consumers are now browsing, researching and comparing products on multiple retail sites.
Vivocha is the perfect complement for online sales, allowing customers to ask questions in real time and get the support they need. Have a look at all the features or request a demo to learn more.
Customer satisfaction is everything, even and especially online where it is nearly impossible to immediately clarify doubts or obtain comprehensive recommendations prior to completing a purchase.
It is more likely for merchants to see an increase in sales volume if their e-commerce sites are equipped with tools designed to monitor navigation and conversion rates and improve buyer/seller communication, with a customized approach, over multiple channels and in real-time.
Vivocha enables the identification of groups or single visitors that display a greater tendency to buy or involvement in marketing campaigns. Offering new and useful services for up-selling, cross-selling or simply refining the registered customer base becomes strategic and differentiates companies from their competitors.
Give added value to your e-commerce: when, where and how to offer assistance to the customer prior to, during or following a purchase. With the vivocha Proactive Engine it is easy to create proactive interaction rules based on many available parameters, for example:
what a specific customer has done and is doing at any time on the site
shopping cart value
contact center status (the right operator at the right moment for the right customer)
A customer can have a great deal of potential on the site, as can the monitoring of latent requests or countering the abandonment of a page and a purchase!
vivocha sales enables site visit profiling and the identification of the most relevant sessions so as to maximize sales and hot lead generation, with the support of an expert consultant and prompt promotion of relative offers.
key benefits:
offer system (company + site + contact center)
reduction in abandonment and increase in the online conversion rate.
reduction in the costs of managing traditional channels, optimization of service levels.
lead generation for telemarketing/up-cross-selling activities.
“direct” input from general sales performance and market feedback.
web customers
Extensive requested or spontaneous support during purchasing.
Selection of the communication channel.
More productive, easier and more secure web interactions.
Vivocha is multichannel, allowing communication via Chat, VoIP, CallBack, Video and email, to let visitors choose what they like the most. Have a look at all the features or request a demo to learn more.
We did it: Vivocha is among the finalists for the MTB Gym, so we will move to San Francisco next February.
This is the final stage of a long process started on July 31st when, few hours after I finished celebrating my birthday, I applied for the Mind the Bridge Business Plan Competition 2011.
After being selected for Boot Camp 2011 we had the opportunity to compare ourselves towards a group of 30 enthusiastic young entrepreneurs, to receive feedback, advice and insights – often very hard ones – by incredible mentors and the chance to tune our pitch – actually we completely reworked it.
On Nov 4th I had the terrific opportunity to pitch at Venture Camp 2011, the final round hosted by Corriere della Sera, in front of a jury composed of entrepreneurs and investors. Vivocha was scheduled for day 2 – for a “the sooner the better” fan like me that didn’t sound good – and after the first day spent listening to 10 pitches it was hard not to be impressed by the overall quality of the presenting startups.
For those who didn’t get the chance to attend, here is what happened:
But in the end we are in, and next February we will move to San Francisco in the new MTB GYM @ One Market . For a while the fifth floor of the Steuart Tower will be the new base of Vivocha. We will become neighbors of the dozen among the most successful companies in the Bay Area.
In the brief history of Vivocha this is definitely an important moment, but time to celebrate ends here.
Get back to work!
Vivocha is a SaaS solution, enabling communication with website visitors on different channels, to provide support and increase loyalty. Take a look at the features or request a demo to learn more.
With winter holidays fast approaching, everyone has got to be on their game. Proper website management is the key to e-marketing/sales success.
Improving conversion rates begins with landing page optimatization.
This is the process of analyzing and testing the pages that receive traffic on your website. Once this is completed, it is wise to also conduct conversion funnel optimization.
This is the process of analyzing and testing the website pages after the landing page. By conducting conversion funnel optimization, you are solidifying the success of your entire website. And this process is not difficult and can lead to increased success for your website if continued monitoring and management of the website occurs.
First step in conversion funnel optimization is to decrease the number of steps it takes to complete the conversion. Websites with one-page transactions have lower cart abandonment.
Second step is to decrease amount of information you request from website visitors. Make sure you review the information you are requesting and make sure it is relevant and necessary. Too much information requested can deter website visitors.
Third step is to consider the level of information that is presented to website visitors: is it easy to understand, is it confusing or frustrating? You want website visitors to easily navigate towards their destination.
Fourth step involves reaching out to customers and employees for feedback. This step is important because it will give you lots of good information from people that have struggled with your website and they will usually have ideas on how to improve its functionability.
Fifth and sixth step go together … keep testing your website and keep an open mind to change. This will ensure fluidity in the process and healthy profit gains for your company.
Vivocha includes an A/B testing option to validate engagement strategies.Request a demo to learn more.
According to an October 2011 report from MarketLive shoppers indicate they expect to boost their online shopping this year compared to last year. Forecasters are predicting a 13.5% increase in online sales compared to 2010.
Almost 9 out of 10 (87%) consumers will shop online at least as much as they did last year. Despite the economic downturn the majority of shoppers (56%) report they’ll spend the same amount as they did last year, with 7% saying they’ll spend more. The survey clearly indicates that consumers will use the web to hunt for deals, more than 60% of shoppers will use the web to research products information online before making offline purchases.
Vivocha comes with an integrated Proactive Engine to provide a customized experience to each customer, improve his/her satisfaction and increase conversions. Take a look at all the features or request a demo to learn more.
With online shopping becoming more and more popular these days — are you getting ready for Christmas season, do you — it’s critical for retailers to offer the best customer service possible.
As an extension to the “eConsumer Behaviour Report 2011– ContactLab/Netcomm”, we surveyed more than 1,700 online shoppers to find out what they feel the most important customer service features are.
The survey provided an in-depth look into what types of customers demand the most online customer service, what customer service features they look for and what makes customers more likely to stay online than switch to other channels.
The study found that consumers – who shop online for travel services, groceries, insurance, electronics, clothing and accessories and do it mainly from home (87%) – demand for contextual, real-time customer support. 57 percent of respondents who shop online find important the presence of a direct contact channel, more important than other buyers reviews on SocialMedia, Blog,Forum or feedback from family members of friends (45% respectively).
What Customer Service Features Customers demand more?
More than 50% percent of respondents said they actively look for support during shopping sessions, 53% in search of help from a product/service expert. Some looking for post-sales information (43% for delivery related issues, 30% related to warranty and return policies) or to get support in finding the right product or completing the order form.
Overall 75% of the surveyed population will increase its attitude towards eCommerce if he was offered an immediate and direct channel of communication with the seller
What Channel do they prefer?
Live chat, if available, is the preferred contact channel – 57% of preferences over a mere 35% that are willing to dial a tool free number – making customers more willing to ask for help; 32% will provide its phone number to receive a CallBack (26% at a scheduled time) and roughly20% are ready for VoIP calls or some form of Video-communication.
Being Proactive, does it hurt?
Customers seem to be very positive about proactive engagement, 35% of respondents will see it positively, an additional 20% will increase its buying attitude if offered live support. Only 2% will disappointed by the support offer leaving the site.
This research shows that consumers are becoming more appreciative of advanced methods of customer service. Channels that allow more open communication, such as live chat, not only provide a positive Customer Experience, but can increase substantially the conversion rate while reducing product returns and overall customer service costs.
Customer satisfaction is everything, even and especially online where it is nearly impossible to immediately clarify doubts or obtain comprehensive recommendations prior to completing a purchase.
he finalists for the MTB Gym, so we will move to San Francisco next February.
With winter holidays fast approaching, everyone has got to be on their game. Proper website management is the key to e-marketing/sales success.